Enterprise Support Engineer

Ericsson•Boise, ID

1d•Hybrid

About The Position

Ericsson Enterprise Wireless Solutions Enterprise Support Engineers troubleshoot, escalate, and resolve customer issues regarding Company products and/or services and educate customers on best practices when utilizing our products. This job will provide support to our North American region, working an 8-hour shift within the hours of 6 am – 6 pm (Mountain). The individual will typically work full-time, and in some cases, may be required to work an on-call schedule, which may include late nights and/or weekends depending on company needs. Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services. Bilingual preferred.

Requirements

Minimum of two (2) years of experience, or an Associate's degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration).
Understanding of the following Networking Concepts:
Basic/intermediate Layer 2 concepts:
Purpose and example use cases for VLANs
Understanding of VLAN tagging (Access vs. Trunk)
Wi-Fi
Basic/intermediate Layer 3 concepts:
NAT/PAT
LAN
WAN
DHCP
DNS resolution
Private IP networks (RFC 1918)
IP subnetting
Basic/intermediate Layer 4 concepts:
TCP/UDP ports
Purpose of routed IP protocols (TCP/UDP/ICMP)
Port forwarding
Basic/intermediate network security:
Firewalls/ACL
IPS/IDS
Web Filtering
Intermediate/advanced network services:
SNMP agent functionality
SIP
PKI
NMEA GPS sentences
AVL
Advanced VPN concepts:
IPsec
GRE
GRE over IPsec
SSL/TLS VPNs
Software-defined overlay
Advanced routing concepts:
OSPF
BGP
NHRP
DMVPN
NEMO

Nice To Haves

Advanced knowledge of other vendors' networking solutions
Knowledge of common software services (AD, RADIUS/TACACS+, SNMP managers)
Python
REST API
SDK
JSON data structures
Cloud device management
Familiarity with cellular networking
Understanding of basic electrical concepts (Watts/Volts/Amps/Solar)
Bilingual

Responsibilities

Post-Sales Support for Customers via phone, chat, email
Pre-Sales Support engagement with Sales Engineering
Maintain detailed case management records using CRM
Scheduled on-call rotation
Focus on educating customers in Company Best-Practices
Help facilitate training with internal resources and customers
Engagement with multiple internal departments (i.e., R&D, Sales, Sales Engineering, and others)
Technical writing (i.e., documenting solutions, writing technical articles, developing training materials, etc.)
Continue Professional development by staying current on the latest innovations and trends in all areas of information technology (IT) (i.e., Wireless, Security, etc.)
Recommend enhancements to Company Products and Services

Benefits

Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.

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